Telkom Sim Swap

I recently lost my phone due to theft, i went to Mall Of Africa Telkom store to ask for a sim swap. When i got there with my ID and proof of residence they told me that the sim card(number) am trying to perform the sim swap on is registered under someones name, but i have been using the number for more than 5 years and i have everything they want to prove it They ordered me to go get an affidavit. I went to midrand SAPS to get the affidavit. After getting the affidavit and submitting the relevant security questions i am told we will contact you. It has been 2 weeks since the incident now, and they haven't rep**** back. When i go back to the store they do nothing